Carrie Mills

My 11 year old is over the moon after a visit here. He was greeted with patience, detailed explanations of his options and the friendliest staff I’ve met! Cannot praise the service highly enough - just exceptional.

Incredibly helpful, made the whole process straightforward and were available for any questions or advice. Will definitely be using again.

Terrible, awful customer service. The absolute worst company I have ever tried to deal with.

I just had a quick question about a new hob I had installed and how it worked. They just kept trying to put me through for a callout, which I didn’t want or need. Circling back to trying to obtain as much contact information from me as possible.

They would not pass me through to technical department (because I’m not an engineer employed by them) and could only send me through to a department who might be able to help if I provided ALL of my personal contact details. My name, number and model of the unit not being sufficient to just talk to someone about how the hob works.

I tried calling instead after hitting a brick wall, but it just tells you no one is available.


My response to a formal complaint that nobody would help me with advice on my hob unless I provided my full name, full address and postcode, mobile number and email (presumably so they could bombard me with junk mail) was as follows (I had at this point already provided my name, mobile number and email address):

In your original email you were asking for advice on how your new hob works. There was no mention of a complaint.

I'm afraid no one here will offer you advice on an appliance that you currently own without establishing who you are first, likewise if you were to raise a complaint about this the first thing our customer care team would have to do before they considered the compliant is establish who you are first.

All companies that I am aware of operate this way, as a standard practice.

I offered to help which you don't seem to find acceptable, so unfortunately these is nothing further I am able to do for you from this mailbox.

Awful, awful company. Not a UK company.
I should have read the reviews of other people - including the ones where people were offered payment for a positive review!!
Ignore their size guide on the website for children. UK sizes are not UK sizes, they do not relate to UK sizes even though it states on their website that you should buy based on the UK size you buy normally. They arrived and were tiny - several sizes smaller than any other shoe my child owns. I explained they had sent the wrong size but have been refused a refund for the shoes and delivery, and they want payment to ship them back to them in China. It took multiple emails and photographs to even get to that point.
The shoes themselves are very poor quality.
I have now bought a different pair from another company and they are fantastic.